Complaints

This profile includes complaints for Square, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Square, Inc. has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Square, Inc.

  1455 Market St., Ste 600 San Francisco, CA 94103-1332

  
• 

  Square, Inc.

  2425 19th St S Saint Petersburg, FL 33712-3617

• 

  Square Capital LLC

  3800 N Central Ave Ste 46 Phoenix, AZ 85012-1992

• 

  Square, Inc.

  PO Box 220430 Chantilly, VA 20153

• 

  Square Inc.

  375 W Broadway New York, NY 10012

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When trying to use a merchant's app that connects via Square, I attempted two times to pay via a bank account (linked via Plaid), both times supposedly failed (website did not indicate payment was successful, nor did it clear the invoice as 'paid'). After the second attempt, I changed to a credit card payment, which was successful (and cleared the invoice as 'paid'). The next day, I noticed that Square debited my bank account twice for the same amount (which were related to the failed transactions). I attempted to get in touch with Square, but there was no way for the agent to lookup the transactions. I also confirmed with the merchant they have not received multiple payments for the same invoice (only 1 for the credit card payment), nor does their reporting show multiple payments. I would appreciate if someone could look for these transactions for this date, realize they are not connected to any transaction, and refund the amounts to me.3/20/2023 $3,182.81 3/20/2023 $3,182.81 Thank you.

  

  Business Response

  Date: 03/24/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 03/24/2023

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Additionally, I can now confirm the merchant is in receipt of the additional funds that were erroneously debited from my account.  They are in the process of issuing the refund from their side, making this compliant unnecessary.  

  Thank you for your time and looking into this matter, it is greatly appreciated.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my ****k and in box 6 it had the incorrect state as DE. My business is in **. I have reached out since the beginning of February to get it fixed. I provided all information they asked for, they said it was fixed and corrected on 2/28/23. I checked it was corrected as my address, but not box 6. I made them aware of this, they said they escalated it to the tax team. I have spoken with 3 customer service representatives since then and they tell me the same thing, they have escalated it to tax team and when I ask to speak to tax team, I am told the tax team does not have phone support. When I ask if the customer service team can speak to tax team, I am told no, they can just email them. So since 2/28/23, it has been emailed to tax team 3 times, tax team has not responded to the customer service team. I am running out of time to file my taxes and I can't until they fix my ****k. I find it unacceptable that I can not speak to anyone that can help me with my problem and I don't know if my problem is being worked on by the tax team.

  

  Business Response

  Date: 03/23/2023

  Hello,
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square

• Initial Complaint

  Date:03/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered a card for my checking account through Square for the second time this month, and I am afraid to attempt a 3rd. Each time I get an email notification, I have hope that it may actually arrive, but alas, nothing again. They offer no tracking, and speaking to a rep about this issue does no good, because they also do not have the tracking information. All we could do was verify that my mailing information was correct. They claim to use a 3rd party delivery that they do not disclose. I don't know how much of my personal information is inside this envelope, but a news article dated May 2022 about a gentleman receiving a card from Square, that he did not request, had his social security information visible in the window for anyone to see. At least his made it to the correct address. When I ordered the card a second time, I was prompted as to why I was cancelling the first. I replied that although I got an email claiming it had been delivered, that I never received it. Simply it had been lost in the mail. I had hopes that the information would be relayed, and that the problem would be reconciled. Obviously it was blind faith.I don't know if this has happened to anyone else, but I haven't even made my first transaction yet with their services, and honestly, it's already not a good relationship. As the old adage goes, "Fool me once, shame on you. Fool me twice, shame on me."

  

  Business Response

  Date: 03/22/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  Date:03/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Square keeps threatening to not send me my funds due to missing coas. Ive uploaded all coas for the products that I sell at my store, but continue to get the emails stating theres 1 or more missing. I even uploaded the coas in order by the item listing in the dashboard. *** replied to the emails and receive no reply. When calling to address the issue no one can help me and ** told that they will escalate the call. Weeks later and still no reply or assistance. Its an absolute shame that the BBB has to get involved just for someone to contact you and possibly resolve the issue.

  

  Business Response

  Date: 03/22/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19632692
  
  I am rejecting this response because: this matter needs to be addressed immediately 5 days later is unacceptable. I am requesting the company to contact within 24 hours. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/10/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir or Madam, I, like others, was a Square, *** customer, where I would collect credit card payments, and Square would process and remit such payments to me, net of their processing fees. On October 14, without warning or reason known to me, I received an email from Square saying they have shut down my service effective immediately providing me with no reason. As background, we are in the boat tour business, where we provide Tiki boat rides and collect payment from guests. This is a highly regulated industry, our captains are licensed operators and a boat is certified by the US Coast Guard. We are a real, but small business. The net effect of them shutting down our account without warning and without reason caused $1,900 of funds to be essentially locked out of until their stated date of January 11, 2023. January came and went and Square still had our funds confiscated. Every time I called **************** they say the same thing that they can not commment or provide me any further information. I would like to figure out a way to warn other small business that this can happen to them for no reason whatso ever. I have several other Square accounts and those accounts where not affected, except that i immediately migrated to another payment processor as the risk of doing business with Square is

  

  Business Response

  Date: 03/22/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A lien was placed on my square account attached to the email ************************************ The lien was released on 3/10/2022, however my square account is still not allowing me to retrieve and transfer my funds. I have reached out to square twice to inform them of the account update. I have gotten no response, and the department that handles liens does not have a point of contact. This is an emergency situation for me because my account has been on hold for over a month. The case number they gave me for this complaint is ********.

  

  Business Response

  Date: 03/22/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called square multiple times to get this resolved. I have not once gotten anything consistent except keep waiting. My money has been placed in square reserves. The explanation I received for the the hold being placed on my money was in case of a chargeback. Which I dont have any at all on my account. Well here I am calling them because its past the 90 days that they set. I have over ***** that is being held by Square **** The Superiors have no knowledge of company policy, customer service agents are at best good for listening. I have called multiple times to get answers for when I will receive my money. I have not received a time frame or update. The answer to all questions usually is we will escalate it for you. Which you never get an update. Square is not built for small businesses based on other complaints on the Better Business Bureaus website. They have now blocked my number from reaching the department that is supposed to be able to help. Now a recording says my account is under review and disconnects the calls.

  

  Business Response

  Date: 03/22/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19630451
  
  I am rejecting this response because:

   

  This is the response they have given every other complaint. Its very generic and does not address any concerns, as they never do its always we will get back to you. That does not work when my or anyone elses money is involved.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/06/2023

  Hello,
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 03/23/2023. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at squareup.com/help.
  
  Thanks,
  Square

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/25/2023 The was a charge on my cash app card that was a fraudulent scam and cash app refuses to return my money.

  

  Business Response

  Date: 03/28/2023

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

  Customer Answer

  Date: 03/28/2023

  This this the proof that we didnt receive the helmet that we ordered and it was a scam and cash app doesnt care. 
  Complaint: 19629874
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/07/2023

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 03/28/2023. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  
  

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19629874
  
  I am rejecting this response because:
  You can clear see that this was a scam. Look at the order number on the letter sized envelope the Helmet was supposed to fit in. The order number is on the packing slip.  Square is nothing but a scam just like this helmet c*** and cash app has got to be worst ranking in the world when it comes to customer service and satisfaction. Ya suck!  I want my money back and your nothing but a horrible waste. I should file a civil suit in a federal court house against you people. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  opened a new square account to operate a small vendor business at trade shows selling funkos, ************* and comic books. Its a part time gig. Small operation. On 2nd day of trade show, Square sends me a notice that they are holding my funds until I answer a lot of questions. They also wanted complete access to my bank data. I did answer all questions, then 2 days after trade show, I get an email that they deactivated my account and was holding all my funds for 90 days, with NO EXPLANATION AT ALL. I called Square and the lady cannot tell me anything due to this being an internal issue? And there is no phone number she can forward me to. I have had several square accounts in the past for my S corp and my RV park and had no issues. So why now??? I am thinking that this is political maybe? My son opened a square account for his comic books sells at the same time and ran the trade show with me, but his account was not deactivated. I want all my funds released to me asap, and then we can deactivate this account. This seems to be unfair and maybe a way for them to accrue interest on money they hold back. I am considering legal action.

  

  Business Response

  Date: 03/22/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19629673
  
  I am rejecting this response because: this is not a resolve at this time and will wait to hear from them in 5 days. Keep this complaint opened until I get a legitimate response from them.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/10/2023

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 3/24/2023. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at squareup.com/help. 
  
  Thanks,
  Square

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I am reaching out for assistant to get funds refunded back to cardholder that are being held in our Square account (Agency: ********************* , Square account email: ********************************* On 2/18/2023 an email was sent to us stating that our account had been deactivated.A follow up email was sent after the deactivation email stating that our funds will still arrive by Monday.They still accepted a $125 payment on 2/23/23 after they deactivated my account. On 3/2/2023,When I noticed the funds were not deposited into our account I contacted them. They informed me that the account was deactivated.After getting the run-around, I asked to speak with supervisor, they informed me there was no one else to speak with.The deactivation email that we received stated your outstanding Square balance will be reserved for up to 180 days (but no less than 90 days),unless circumstances require that we extend this reserve period. If you do not want us to reserve your funds, you may refund the payment back to the cardholder account. As stated, I do not want them to reserve the funds, I want to refund payment back to cardholder account.I tried to refund the payments on my own and with a square representative, got an error message. Square representative said there was nothing else she could do and would escalate my case. On 3/3/2023 I sent an online support request to have funds refunded to cardholder . We have not got a response from the escalation or from the support form I submitted. We are a small business we cannot afford for our money to be held. This is wrong in so many ways. 1.Our account was deactivated for reasons that are unclear 2.They accepted money after the account was deactivated. 3. They didn't deposit money as they stated 4. Not honoring refund option. We are requesting they honor their email option of not reserving the funds and immediately refund the money to cardholder. Amounts to be refunded are $1,375 and $125. Sincerely,

  

  Business Response

  Date: 03/21/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19626547
  
  I am rejecting this response because: I reject the withholding of funds that we have in our account. Your deactivation email gave the option to not have funds withheld by refunding to cardholder. (Quote from Squares email: If you do not want us to reserve your funds, you may refund the payment back to the cardholder account). Also, funds were accepted after Square deactivated our account. I am requesting immediate refunds of all reserved monies back to the cardholders. Amounts to be refunded are $1,375 and $125. We are a small business, this is devastating to our operation especially during a pandemic crisis.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/05/2023

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 03/27/23. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Square
  
  
  
  

  Customer Answer

  Date: 04/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.With that being said I do want to WARN others that in my opinion Square does not have good business practice. It is unfortunate that Square is holding businesses money, especially small businesses who are struggling during the pandemic.Customer's BEWARE of **********************, I would not recommend their services. Please read the BBB reviews and complaints, they are accurate.
  
  Sincerely,